Customer Success Engineer

Our CompanyChanging the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!The OpportunityFrom the moment you wake up in the morning until you go to bed at night consider the media youconsume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.We have a fantastic opportunity for a Customer Success Engineer to join our team based in Barcelona.This role plays a key role in our Adobe Commerce Managed Services team! Our team provides an Enterprise support service to our cloud customers. Our Customer Success Engineers are the technical specialists working with customers every day, helping them to get the most out of their investment in Commerce.What You'll DoAct as a technical single point of contact for Enterprise Commerce customers and their technical agencies.This will include onboarding calls and presentations to new customers, provisioning Commerce Cloud infrastructure, technical support to customers during their development phase, launch readiness support, and supporting customers after launch.This is a customer facing role, owning, and developing the relationship with assigned customers.Monitor E-commerce customer’s sites using New Relic infrastructure and Application Performance monitoring tools, to proactively identify and solve any infrastructure or application issues that need addressing before they cause more serious issues.If an ecommerce site has an issue that causes a service interruption, follow an incident management process, set up and facilitate a situation room and coordinate all the right people and specialists to bring the customers' site back up again as soon as possible!Tackle issues when they do arise, in the Commerce application or in the underlying cloud infrastructure, calling on specialist technical resources when required.Work with other internal teams such as the Commerce Cloud Support team, Sales, and Professional Services teams to enable customers to meet their business objectives.Work with our hosting partners on AWS (and sometimes Azure) infrastructure sizing and optimization for customers. What's Needed to SucceedExperience with Magento, preferably with some exposure to hosting on Adobe Commerce Cloud.Experience with solving technical problems on high traffic web applications – application and infrastructure troubleshootingExperience in working directly with customers in a technical role, looking after technical and business partnersIncident Management and Root Cause Analysis experiencePrevious experience with cloud hosting providers, including AWS cloud infrastructure.Knowledge of New Relic or similar monitoring tools.Knowledge of performance testing and using tools such as JMeter. Training ProvidedInitially, you’ll be shadowing current Adobe Commerce CSE’s and working through a structured training program covering AMS processes and Commerce Cloud. We will support you in acquiring your Commerce Cloud and AWS certifications, and we’ll start to give you real customers to work with, whilst continuing to support you as you continue to learn in the role.This role would suit someone who is currently a Magento Support Engineer, Architect, Business Analyst, Project Coordinator or perhaps a Magento Developer looking for a move into a role with more direct customer interaction.As our many awards will tell you, at Adobe you’ll be immersed in an exceptional work environment that is recognized around the world. You’ll be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.Adobe is an equal opportunity employer. We hire dedicated individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.